Key Responsibilities

Design, develop, configure, and maintain Amazon Connect contact center solutions, including contact flows, routing profiles, queues, prompts, hours of operation, and user/security configurations.

Build conversational and self-service experiences using Amazon Lex V2, integrating them with Amazon

Connect for voice and chat use cases.

Design and implement GenAI/LLM-powered experiences using Amazon Connect AI agents and Amazon

Bedrock, including agentic self-service, real-time agent assistance, custom prompts, knowledge bases,

retrieval-augmented generation (RAG), tools/actions, and seamless human handoff.

Configure and optimize Amazon Lex V2 assisted NLU in Primary and Fallback modes to improve intent classification and slot resolution; build test sets, tune intent and slot definitions, and validate accuracy before production rollout.

Build, integrate, and evaluate real-time voice experiences using Amazon Nova Sonic speech-to-speech capabilities and current Amazon Connect agentic voice patterns, with emphasis on natural turn-taking,

low latency, resilience, and escalation paths.

Establish responsible AI and LLM operational controls, including prompt and configuration versioning,

guardrails, PII and data handling, access control, evaluation, observability, cost management, and incident response.

Develop serverless integrations using AWS Lambda, API Gateway, S3, and DynamoDB to support contact center workflows, data retrieval, event processing, and backend system integrations.

Develop and maintain production-quality automation and integration components using Python and

TypeScript.

Integrate Amazon Connect with enterprise applications, CRM systems, APIs, and other internal or third-

party platforms.

Implement Infrastructure as Code using Terraform for repeatable, controlled, and auditable AWS environment provisioning.





Build and maintain CI/CD pipelines for application code and infrastructure deployments across development, test, and production environments.

Apply AWS security, IAM, logging, monitoring, resiliency, and operational best practices across the

Amazon Connect ecosystem.

Troubleshoot complex issues across Amazon Connect, AWS services, integrations, and customer interaction flows; perform root-cause analysis and drive permanent fixes.

Partner with product owners, architects, developers, operations teams, and contact center stakeholders to translate business requirements into technical solutions.

AWS Connect Platform Engineer | Hyderabad

Create and maintain technical documentation, runbooks, deployment procedures, and platform standards.

Contribute to platform modernization, performance optimization, automation, and continuous improvement initiatives.

Required Skills Experience

7+ years of overall IT / software engineering experience, with at least 3 years of relevant hands-on experience in Amazon Connect and contact center technologies.

Strong working knowledge of Amazon Connect, including contact flows, routing, queues, agents, security profiles, and operational troubleshooting.

Hands-on experience with Amazon Lex, AWS Lambda, Amazon API Gateway, Amazon S3, and Amazon

DynamoDB.

Hands-on experience with Amazon Bedrock and Amazon Connect AI agents, including agentic assistance and/or self-service, prompt configuration, knowledge-base integration, RAG, guardrails, and tool/API actions.





Practical experience configuring and testing Amazon Lex V2 assisted NLU for intent classification and slot resolution, including Primary and Fallback modes, confidence thresholds, bot test sets, and production readiness validation.

Experience building or integrating real-time conversational voice AI using Amazon Nova Sonic speech-to-

speech capabilities and/or Amazon Connect agentic voice, including latency, interruption handling,

fallback, and human escalation considerations.

Working knowledge of LLM and AI-agent evaluation methods and metrics, such as task completion,

containment, intent accuracy, groundedness, hallucination risk, response latency, cost, and customer or agent outcomes.

Solid programming and scripting capability in Python; working experience with TypeScript for application or infrastructure development.

Experience designing and consuming REST APIs and integrating cloud services with enterprise systems.

Hands-on experience with CI/CD concepts and tools for automated build, test, and deployment workflows.

Practical experience with Terraform and Infrastructure as Code practices.

Good understanding of AWS IAM, CloudWatch, logging, monitoring, security controls, and high-

availability design principles.

Solid contact center domain knowledge, including IVR, call routing, queue management, agent experience, customer journeys, and contact center operational concepts.

Experience working in Agile / Scrum delivery environments with cross-functional engineering and business teams.

Strong analytical, troubleshooting, communication, and stakeholder-management skills.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 AI Engineer - Contact centre (Bengaluru)
🏢 Redolent
📍 Bengaluru